Case Manager - Clinical Call Centre Agents at Minet Kenya

To provide efficient, professional, and multilingual customer support by handling inquiries, resolving issues, and delivering accurate information to clients, while ensuring high levels of customer satisfaction and supporting the organization’s service objectives.

Duties and Responsiblities

Call Centre Management - Effective management of the 24-hour call Centre. 

• Response to all calls channeled to the medical call centre from Clients or service providers.
• Insurer engagement to unlock any care related client issues 
• Email acknowledgement and response while maintaining the escalation protocol
• Submit an output/incident report at end of every shift 
• Ensure seamless access to care
• Professional, accurate and timely responses to clients.
• Attend to customer feedback/complaints
• Timely escalation and reporting of any incidents 

Key Result Areas

The accountability areas are as follows:-

• Case Management visits to all SF and insured clients
• Call Centre support - Customer service
• Cost Management / Cost Containment
• Customer satisfaction
• Team Cohesion

Key Competencies

• Knowledge of Insurance practice  
• Outstanding Decision-making skills
• Interpersonal skills
• Good written and Verbal Communication skills
• Strong Negotiation skills
• Report writing skills
• Decision-making skills
• Rational thinking skills
• Creative, Open-minded and Analytical

Knowledge And Skills Required

• Clinical /Medical background &  knowledge
• Data Analytics & Computer Literacy
• Flexibility
• Teamwork
• Time Management
• Excellent verbal and written communication skills
• Solution Oriented
• Previous experience in a Call Centre or customer service role is preferred.

Professional and Academic Qualifications

• A bachelor’s degree in communications, languages/linguistics, or any related field is required.
• Fluency in at least one of the following languages (mandatory): French, German, Spanish, Mandarin, Arabic.
• Diploma in Nursing or Clinical Medicine, B.Sc. Health systems management  will be an added advantage